Welcome to our Help Centre

You can request to change your cabin no later than 3 days before departure, depending on availability and cost.

If you would like to change your cabin, please contact your original booking agent to get this amended, or alternatively contact careteam@travelvillagegroup.com and we can pass this onto the relevant person.

Please note there may be a charge by the cruise lines to do this.

This can vary depending on different airlines, generally international flights are at least 3 hours before. European flights are at least 2 hours before and domestic flights are at least 1 hour before departure.

Generally you can amend your holiday at any time, however depending on each supplier, this can vary and will come with additional costs. It is best to contact your original booking agent and this can be looked into for you.

This information should be available on your booking confirmation, if not your tickets. It depends on the airline you are flying with, if you are unsure please contact your original sales agent.

If you are on a package holiday, there should be a supplier representative in resort to solve any issues you may have. If this is not the case – on your tickets you will find emergency contact details that will relate to your supplier. If you are struggling to contact someone, please call your original sales agent or our Care Team on 01253 40 11 22 or email careteam@thetravelvillagegroup.com. Please note we are only able to respond during our office hours.

Vaccination’s are your responsibility. Vaccination requirements can change without notice and precautions can be specified as a condition of entry, or just as an advisable precaution only. We strongly suggest that you consult your GP or a specialist vaccination centre for more detailed/current information at your time of travel.

You can also check www.fitfortravel.scot.nhs.uk or www.travelhealthpro.org.uk for country requirements.

Please email or call our Care Team as soon as possible – careteam@travelvillagegroup.com – 01253 40 11 22.

This will need to be changed with the supplier. We will try our best but there maybe an additional charge for this.

If your title is incorrect, please notify us and we can amend this to your preferred title.

Please check your junk or spam folder in your email account. If it is not there please contact our Care Team who will be able to advise further – email careteam@travelvillagegroup.com or call 01253 40 11 22.

You may find your departure terminal on your confirmation or tickets. If not, you will find your flight number. Please visit your departure airports website, where you will be able to enter your flight number and this should give you the relevant information. If you need any more assistance please email our Care Team, careteam@travelvillagegroup.com or call us on 01253 40 11 22.

For short-haul flights, you may be able to pre-book your seats directly with your airline, when we supply you with your flight reference number (there may be a charge for doing this). If we haven’t provided you with this, it will be available when we send you your final travel documents, approx 7-10 days before your departure date. For long-haul flights, if you are in economy they cannot be pre-booked until at least 6 weeks before departure – most airlines will charge for this unless a higher class. We cannot do this for you and must be done directly with the airline.

Your flight times should be on your booking confirmation, unless they are out of date range and are yet to be confirmed. Once they are in date range, about 11 months in advance, then you will be allocated flight times.

You will find your airline reference on your tour/cruise operators documentation, if you are struggling to find this – please email careteam@travelvillagegroup.com and we can assist you with this.

If you are departing and returning to the UK on your cruise, you can take as much luggage as you are able to carry/manage. If you are doing a fly cruise, then you will need be restricted to your airline baggage allowance.

If you are unsure, please check on the cruise lines direct website or alternatively you can contact our Care Team via email: careteam@travelvillagegroup.com

If you paid for this with the cruise line directly, they will refund you. If you paid us directly, we will contact the cruise operator or supplier to refund this back to you as soon as possible.

Please email our Care Team: careteam@travelvillagegroup.com. We can advise what details are needed and how to add this on with the relevant tour/cruise operator.

We would strongly advise you to get insurance for any type of travel. For most cruise lines it is mandatory and details are required when entering your API after booking.

We have partnered with award-winning travel insurance provider Staysure to support you with high-quality travel insurance, tailored to suit your needs. They are the market leaders when it comes to travel insurance, specialising in pre-existing medical conditions.

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Visa’s are your responsibility. You will need to check on the UK Government website: gov.uk for the relevant countries you are visiting. If you are struggling with this, The Travel Visa Company will be able to assist you with any queries.

Please email our Care Team: careteam@travelvillagegroup.com. This will need to be requested with the supplier and there may be an additional charge.

If you are wanting to book dining experiences or restaurants, this may be chargeable depending on the cruise line.

Dining and restaurant bookings can be made by accessing your online cruise personaliser with the relevant cruise line.

In some cases this will be stated on your paperwork and may be payable on arrival. It is best to check online as these can vary. The USA and Caribbean states refer to this as a “resort fee”. European countries do this per day and it is mandatory.

If you need to request assistance for your cruise, please make your original booking agent aware. They will advise you of the process for each cruise operator.

The majority of cruise lines use medical request forms, which can be found by logging in to your online cruise personaliser.

Your paperwork will contain a reference called a ‘locator’ or PNR – you can log onto the applicable airlines website with this and access your booking – to check in and add extras such as seats, meals and extra baggage.

This may only be available 12 weeks before travel if you are flying long-haul.

If you are planning to park in Southampton, the best option is Cruise & Passenger Services Ltd (CPS). If you want to book this, please contact CPS (Cruise & Passengers Services) on 0345 071 3939 or visit the website: CPS (Cruise & Passengers Services) directly.

If you have complimentary car parking, this needs to be booked no later than 35 days before your sail date.

If you have already booked your parking at time of booking, the parking details will be shown on your confirmation invoice.

Rest assured we will be in touch as soon as your refund is ready to process our friendly team will contact you direct to arrange this for you.

Don’t worry give our team a quick call or email and we will happily print everything out for you.

Passports are your responsibility.

Please note the following advice is only valid for British Citizens. If you are travelling to Europe then you should make sure that your passport meets the following rules:

• The passport issue date is less than 10 years before day of arrival in the EU
• The passport expiry date is at least three months after intended day of departure from EU.

For the rest of the world, check the government requirements here: Gov Passport Rules

If you are unsure, please check the Gov Passport Rules to ensure your passport is valid for travel.

In the current climate we are now issuing all tickets 7-10 days before departure, we hope to be back to 14 days before departure soon.

Please refer to your paperwork issued this will show the date the payment is due to us which is usually around 14 weeks before departure.

We will contact you if anything changes to your holiday/cruise as soon as we are advised. 

You will need to contact the cruise line directly or the port of Southampton.

Please contact the cruise line direct we are unable to discuss onboard accounts due to data protection.